Call Center Workforce Management - Next Level | ICMI
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Next Level Workforce Management

Delivery Method



Symposium (Classroom)
In-person, multi-day training.

June 25-26
Philadelphia, PA


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Client Site Training
Bring this course to your facility.


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Want to expand your knowledge of Workforce Management beyond the basics?

ICMI’s Next Level Workforce Management Workforce course looks at moving your skills to the next level by strategically and tactically considering drawing conclusions from trend analysis, special scenarios that make scheduling and forecasting more difficult, the best ways to improve your planning processes, the role of metrics in driving behavior, and effectively partnering and communicating with operations. We will also consider scheduling and forecasting for non-phone workload. You don’t need to have been through boot camp to attend this course, but you do need to know more about Workforce Management than just the basics.

Who should attend
  • Workforce Management Analysts
  • Workforce Managers and Directors
  • Graduates of Workforce Management Bootcamp who want to extend their learning

Who should attend
  • Conducting and drawing conclusions from trend analysis
  • How to schedule and forecast a holiday process
  • Handling special situations that cause issues
  • Forecasting and scheduling non-phone workload
  • Better ways to determine time-off allotments
  • Using vacation and schedule bids to improve planning processes
  • Metrics that drive bad behavior and how to avoid them
  • What forecast accuracy is all about and what to do with it.
  • How to measure schedule efficiency
  • Selling the staffing plan
  • Effectively communicating and partnering with operations
Who should attend

Course Duration: 4 Days

This is a 4 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help.


Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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